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The 2020 Programme


08.45 – 09.15

REGISTRATION AND NETWORKING

09.15 – 09.25

Chair’s welcome and opening comments

Darren Williams, Retail Customer Expert, ex Hotel Chocolat and T2

09.25 – 09.55

RETAILER CASE STUDY: Creating impactful and meaningful in-store customer experience

A good in-store customer experience is the foundation of retail success and every retailer should have this in bundles.

  • An opportunity for retailers to improve the customer experience
  • Turning anonymous shoppers into loyal customers
  • Creating experiences that cannot be replicated elsewhere – deliver service beyond sales
  • Why and how retailers have streamlined their customer experiences

Charles Henri Duclos, Digital & Store Concept Coordinator, Decathlon

09.55 – 10.25

Retailer Case Study: Engaging employees to drive innovation and improvements

The session will explore the important link between consumer engagement and employee engagement and how having a more diverse, talented group of people needs to reflect your customer base.

  • Connecting candidate, employee and customer experience through a strong culture
  • Maintaining engagement in tough circumstances
  • Empowering your staff to give their best
  • Are you maximising the value of your employees?
  • What are the main drivers for developing your employee experience strategy?
  • The processes of the employee journey – from candidate selection to farewell; is your workforce succeeding

10.25 – 10.55

EXPERT RETAIL OPINION: Winning on mobile – reach consumers wherever they are

1.Customer experiences – one step, one second
Advancements in mobile and machine learning continue to drive consumer expectations ever higher – brands need to win customers on mobile with faster, more relevant and assistive experiences. Google will take the stage to share key trends shaping the future of mobile experiences and demonstrate how you can use the latest technologies to transform the consumer experience.

Natasha Kosoglov, Mobile Performance Lead, Google

2. Business messaging – interact with consumers where they are

As consumers, we have switched many of our conversations with friends and family away from phone calls to messaging. However, when we want to contact a business, we’re often required to call, download an app, or register on a website. Many interactions between consumers and businesses will likely become asynchronous messaging conversations. Join a Google expert to learn why messaging is the future of customer service, commerce, and marketing.

Tim Atkinson, Business Development Manager – Communications Products & Services EMEA, Google

10.55 – 11.15

NETWORKING COFFEE BREAK

11.15 – 11.45

EXPERT OPINION: Aligning with shoppers in a world of constant change

Drawing on exclusive shopper research and interviews with leading global retailers, Bryan will highlight the opportunities to better connect with shoppers through the realignment of retail strategies. How can retailers best intersect with shopper expectations?

  • Being good by doing good – the reputational and commercial benefits of CSR programmes
  • The wellness opportunity – how to facilitate a healthier shopper base
  • Responsible sourcing – the quest for authenticity, localness and provenance 
  • Creating meaningful loyalty – building an emotional connection with your best customers 

Bryan Roberts, Global Insight Director, TCC Global

11.45 – 12.40

RETAILER MEGA PANEL: Personalising the customer experience – today’s buyers want personalised interaction

Delivering the right, tailored message, to the right group of people, at the right time.

  • Creating super-audiences via personalisation – better communication with your customers
  • Personalise the shopping experience – more contact with consumers across channels to create a more seamless process
  • How do brands offer personalisation on different channels to engage the customer
  • Delivering fast, easy, personalised and intuitive self-service as customer expectations change
  • Deliver a personalised customer experience in an omnichannel environment
  • What are brands doing to leverage mobile as the most influential – and personal – touchpoint for reaching consumers and satisfying expectations?

Aaron Chatterley, Founder & CEO, Feelunique.com

Ronald van Drunen, Head of eCommerce, Staples

Alexandra Simion, Head of Marketing, Brand Alley

Katy Clark, Head of Grocery & Retail, Facebook

12.40 – 13.35

LUNCH & NETWORKING

13.35 – 14.15

RETAILER CASE STUDY: Using social media channels as part of your engagement strategy

  • Using social media channels to communicate your brand values – showcasing products authentically in an age where customers don’t want to be “sold at” 
  • Tailoring engagement to a split audience – when your brand needs to appeal to both parents and children
  • Using social media to connect with your audience and inspire loyalty  
  • How to refine your social strategy to help meet customer expectations
  • Understanding the role of influencers in connecting your brand with your target audience – how to manage this innovatively and cost effectively 

Katie Gritt, Social Media, Content & PR Manager, The Entertainer

14.15 – 14.45

BITE SIZE FIRE SIDE CHATS: THE LOYALTY CHALLENGE

1: Innovative ways to add value and win long-term customer retention

  • Finding more effective ways to inspire customer loyalty
  • Servicing the connected consumer – understanding loyalty, social and mobile
  • What are the factors that drive customer loyalty and customer retention among key customer segments?
  • Can customer loyalty schemes improve sales without cannibalising traditional channels?
  • Make the customer return experience seamless and pleasurable
  • The best loyalty programmes are built on data, where the customer is put first
  • Creating value for  shoppers – empowering them to drive loyalty and advocacy

Craig Wheeler, Managing Director, Beate Uhse

 

2: First rule of loyalty – don’t talk about loyalty

There is something fundamentally wrong with almost all retail loyalty schemes; they are often just an additional discount scheme that don’t drive true loyalty to the brand, only loyalty to discounts. This session looks at what happens when we don’t talk about loyalty. 

Lee Woodward, Global Chief Experience Officer (CXO), Crabtree & Evelyn

 

3. The loyalty recipe for success

Honest Burgers recipe for loyalty has three essential ingredients – quality food, good price and well served.

Meg Ellis, Commercial & Marketing Director, Honest Burgers

14.45 – 15.00

NETWORKING COFFEE BREAK

15.00 – 15.40

RETAILER PANEL SESSION: The value of customer insight – understanding the customer-centric retail universe

How can retailers’ best get departments and teams to engage with customer insights and embed the customer at the heart the organisation?

  • How can insight successfully drive improvements in customer experience?
  • How the changing behaviour of our customers is forcing organisations to transform their engagement strategies
  • Customer engagement and conversion
  • Making the brand experience meaningful and the exchange valuable
  • Using strategic partnerships to engage custonmers

Jim Warren, Director of Marketing, Bloom & Wild

Kirsten Pottinger, Head of Global Partnerships & Wholesale, Fatface

Franck Kermarrec, Chief Marketing Officer, Millennium Hotels

15.40 – 16.05

RETAILER CASE STUDY: What happens when customer first design takes a backseat?

When leadership make far reaching decisions, they might have a sense of what happens, how to combat it and most importantly, how to communicate it out to a business that isn’t web savvy. In this session, you will gain unique insight into what has been going on behind the scenes of John Lewis’s website.

  • What challenges were faced when high level strategic decisions were made about the website?
  • What is customer first design starting to look like?

Steve Kato-Spyrou, UX Manager, John Lewis

16.05 – 16.30

RETAIL CASE STUDY: Spotlight on how to use customer data to drive engagement

Rich data can be used to assess customer engagement levels across all channels and combined with loyalty schemes to drive the greater levels of personalisation desired by the customer.

  • How to use that data to put the customer at the centre of everything you do
  • Why retailers need to layer data – attributing online sales with each market based on the geolocation of the customer
  •  How should brands best use data across all channels?
  • Harnessing the Voice of the Customer through data insights 

Roy Clark, Retail & Trading Director, Barnado’s

Ian Tomlinson, CEO, Cybertill

16.30 – 16.35

Chair’s summary and closing remarks

Venue & Contact


VENUE
Online Meeting

EVENT DATE
9 June 2020

START TIME

CONTACT
For retail speaker opportunities:

Claire Knott
E: Claire.Knott@theretailbulletin.com
T: 01276 489626

For sponsorship and non retailer speaker opportunities:

Karen Howard
T: 01276 489626 M:07725414385
E: karen.howard@theretailbulletin.com

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